REFUNDS, RETURNS AND DELIVERY RESTRICTIONS

UK: Free delivery on all orders over £19.99. Orders under £19.99 will be charged £4.65 for delivery.

IRE: Free delivery on all orders over €25.00. Orders under €25.00 will be charged €9.00 for delivery.

Orders are shipped Monday-Friday excluding bank holidays via DPD.

UK Delivery: Orders placed before 5:30pm Monday – Friday will be shipped first class via DPD for next working day delivery.

Orders made after 5:30pm will be sent out on the following working day for next working day delivery.

IRE Delivery: 3 working days from the order placed .

Once your order has been despatched, you will receive an SMS and email notification from your DPD courier with your 1 hour delivery window.

If the allocated timeslot is not convenient for you, don’t worry! You will have a variety of options to choose from to best suit your needs.

Select an alternative delivery date

Opt for delivery to a nominated neighbour

Have the parcel left in a specified safe place

Collect the parcel from your local DPD Pickup Shop

Upgrade delivery to before 10:30, before 12:00, afternoon or a Saturday or Sunday

DELIVERY RESTRICTIONS

We ship our products to the UK and the Republic of Ireland only.

We are unable to accept orders of over £1,000 online (including multiple orders adding up to that amount over a short period). If you would like to place a large order, please call our customer services team on 0800 0858 858 between 8 am and 6 pm Monday to Friday (excluding bank holidays). We’ll be happy to help you.

Certain products may be unavailable to customers based on country, due to regulatory restrictions.

REFUNDS AND RETURNS POLICY

HOW DO I CHANGE AN ORDER?

Unfortunately, it is usually not possible to make changes to an order once you have placed it. If you would like to add products to your order, please place a new order for these items.

If you need to change details of your delivery address or remove items from your order, please contact our Customer Service team by email: info@vividvapours.com, or calling us on 0800 0858 858 between 8 am and 6:30 pm Monday to Friday (excluding bank holidays).

See below for details on how you may be able to cancel your order.

HOW DO I CANCEL AN ORDER?

Pursuant to the Consumer Contracts Regulations 2013, you have the following cancellation rights when you place an order with us online or by telephone:

You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the products.

Your right to return products does not apply to our e-cigarette, cartomisers and e-liquid products which have been opened after delivery. This is necessary for hygiene reasons.

Your right to return products also does not apply to products made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned.

If you wish to exercise your right of cancellation, you are obliged to retain possession of the products and take reasonable care of them. Do not use the products if you have decided to cancel the order.

To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.

You can cancel by email: info@vividvapours.com, or calling us on 0800 0858 858 between 8 am and 6:30 pm Monday to Friday (excluding bank holidays), or by writing to: Philip Morris Limited, PO Box 67731, London, W6 6FS. You can also use our Model Cancellation Form by email or post.

If you decide to cancel, please contact customer service on 0800 0858 858 to obtain a return number. Please complete the return label that was included on the delivery note that accompanied your order. You should return the products to us within 14 days of such cancellation. You should keep proof of postage. Once we receive the products, we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to products to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).

We may make a deduction from the reimbursement for loss in value of any products supplied, if the loss is the result of you failing to take reasonable care of them. We will make the reimbursement no later than 14 days after the day we receive back from you any products supplied.

Please note we cannot accept returns of e-cigarette, cartomisers and e-liquid products which have been opened after delivery. This is necessary for hygiene reasons.

MY ORDER ARRIVED AND IT CONTAINS THE WRONGS ITEMS OR IS INCOMPLETE, WHAT SHOULD I DO?

Sometimes we may deliver your items in multiple batches. All products ordered Monday to Friday prior to 6.30pm are usually delivered the following day. If you feel your order is incomplete, incorrect, damaged, or if we have sent too many products, please email us at info@vividvapours.com, or call us on 0800 0858 858 between 8 am and 6:30 pm Monday to Friday (excluding bank holidays).

HOW DO I RETURN AN ITEM?

1. Contact VividVapours Customer Care to obtain technical support and, if necessary, your return code. You can email us at info@vividvapours.com, or call us on 0800 0858 858 between 8 am and 6:30 pm Monday to Friday (excluding bank holidays).

2. If you still want to return your product please enter your return code provided by Customer Care on the Collect + return label included with your order. Please be aware that without this information we will not be in a position to process your return.

3. Complete the returns section of the form and enclose this delivery note page within your parcel.

4. Securely package your items and attach the Collect + return label to the outside of your parcel. Ensure any original delivery labels are completely covered.

5. Please take your parcel to any Collect+ location and obtain a receipt as proof of postage. You can find your nearest Collect+ location at www.collectplus.co.uk/store-locator. All returns are inspected upon receipt, and appropriate refunds will be processed to your original method of payment immediately. Refunds may take up to 10 working days to appear on your account depending on your payment type.

If you do not complete the necessary returns information, or provide the original delivery note with your return, it may not be possible to complete your exchange or refund. Please ensure all fields are completed as required before sending.

Please note we cannot accept returns of e-cigarette, cartomisers and e-liquid products which have been opened after delivery. This is necessary for hygiene reasons.

Guarantee

We are pleased to offer a twelve-month guarantee on all Vivid products purchased directly through the www.vividvapours.com website or through the Vivid call centre. Restrictions apply.

What does the guarantee cover?

Our guarantees provide cover against faults and breakage during normal use. This means that if your product develops a fault during the guarantee period, we'll arrange for it to be repaired or replaced free of charge.

How does the guarantee work?

During the guarantee period, if your product stops working properly, and this is not because of one of the reasons listed below in “What’s not included”, check any user guides contained in the product packaging.

If you still can’t resolve the issue, please contact us by calling 0800 085 8858 between 8 am and 6:30 pm Monday to Friday (excluding bank holidays). You’ll need to provide us with details of your product and the date of purchase.

We’ll ask you to return the product to us, and to provide your contact details including your address. Once we’ve received the product, if we can’t repair it, we’ll replace it with a product of equivalent specification. If no equivalent product is available we‘ll discuss an alternative with you, and we’ll always do our best to make sure that you’re satisfied with the outcome.

What’s not included?

There are some specific exclusions from our guarantees, as follows:- Accidental damage, for example if your product has been dropped- Consumables such as cartomisers & capsules- If the product has been used commercially or for business purposes- Cosmetic wear and tear such as scratches, dents, corrosion or colour where the function of the product is unaffected- Any loss suffered as a result of not being able to use the product, or any loss over and above the purchase price of the original item- Servicing, inspecting or cleaning of the product; and failure to follow our instructions for use- Deliberate damage or neglect of the product.

Please note that our guarantee only applies to Vivid products purchased directly through the www.vividvapours.com website or through the Vivid call centre. Vivid products not purchased directly through the www.vividvapours.com website or through the Vivid call centre must be returned to the retailer where the purchase was made.

This does not affect your statutory rights.

RECYCLING

You can now recycle your old electrical items with us

If you’re buying a new electrical item from us, we will recycle your old one for free. We’ll then store it and dispose of it in an environmentally sound way. Just post it to us at;

Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.

To remind you that old electrical equipment can be recycled, it is now marked with a crossed‐out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.